Laurence Builders

[redacted] had the concrete repair hand chiseled instead of using power tools to minimize the dust. Shortly after the repair was made the customer let us know that dust had covered everything downstairs and in their closet. We talked to [redacted] and they agree there was no way that that much dust was made from...

that type of repair. We did end up paying to have the home professionally cleaned. The home owner said they had clothes that were not machine washable that needed to be dry cleaned, but when they gave us the bill and we saw it was almost $1,100 we felt like the customer was taking avantage of the situation. Homeowner provided pictures and there was some light dust on some of the shoulders of the items that were hung up. All of which looked like it was able to bush off and was not in the need of a professional cleaning. Never the less the homeowner turned in a large amount of clothes to the dry cleaners and did not pay the bill. Now the dry cleaner is holding some of their items until the bill is paid in full. We paid the cleaning bill to clean the home as requested but do not feel that the work warranted so many items to be cleaned by professionals.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Your company's fix was to hammer in the trim that fell off the house and landed in my backyard.  This "fix" does not have anything to do with the incorrect construction of the house wrap, nor does it have anything to do with the incorrect construction of the step flashing.  So, you are saying that the trim is warranted for the first year?  If the trim is not even hammered into the chimney properly from the beginning, how is that even considered a warranty item?!  In order for something to be warrantied, it first has to be installed...correct?  Even if I did get on the roof to inspect the trim after the first year, the damage would have already been done because it wasn't initially hammered in.  The wood product itself is not to blame for twisting or bowing, nor are climate changes.  This is purely a laziness/workmanship issue and I have several pictures to prove it.  Again, yearly maintenance of painting and caulking would not have prevented the incorrect installation of the wrap, step flashing or trim.  I just would have noticed it sooner, but the workmanship was poor from day 1.  Attached are the pictures I was referencing.  
Regards,
[redacted]

We have spoke to the homeowner and apologized for the delay. We are have having a different painter call them directly to schedule the last unfinished item. Depending on homeowners availability we hope to have this resolved within two weeks. -Justin W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

We have read the complaint and we are looking into this situation.

I spoke with [redacted] today 9/9/16 at 1:45pm. We are going to send Eric, the warranty manager in that area out to meet with [redacted] to get a fresh set of eyes on the outstanding issues. [redacted] with work with Eric to get the warrantable issues resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  The iissue at hand is completely separate from our roof issue.  The siding was NOT damaged during the wind storms.  The siding was installed improperly and instead of actually fixing it during our 1 year, Arbor chose to simply nail it in and caulk it.  Of course, this did not last nor fix the problem so now we have the exact same issue we had within our first year.  Arbor's lack of concern for its customers as well as their poor construction practices are the problem at hand.  Again, this is separate from the roof issue and in no way, shape, or form related to wind in April.  I have attached pictures showing the nail holes and caulking that Arbor did a little over 2 years ago to "fix" the issue.  Also, rotting wood and mushrooms growing from our house have nothing to do with wind either.  Arbor is simply trying to avoid taking responsibility for it's actions by attempting to connect dots that simply do not exist.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
you are correct we have met several times and changed numerous options due to we would find out more and more options that were never presented to us, many of the options were skipped through or never clicked upon to see our options, we had to ask for things daily, including simple home warranty issues!! I had a former co-worker of mine tell me that dimensional shingles were an option, this among many other items were never presented or offered. On several of these 'meetings' including the selection meeting we constantly had other customers coming and going, kids playing in the model home that we were in, also including when much of the paperwork has been done including the purchase agreement, and most of it was sign here, sign here, sign here, thanks for your time. (while others were waiting) We ran into customers that were building in Pendleton, a former friend of family, all while doing paperwork in the same office.
I find it irritating that Arbor Homes makes 'exceptions' on your end when they are convenient and benefit Arbor Homes, however right now when the customer would like to make an 'exception', it can't be done.
Once looking at options against other comparable builders, we have come to realize just how many items/options are considerably overpriced, unavailable, or lack quality compared to the market competition. Also the actual cost of labor/materials is much higher than what is justified. The home that we were going to build will not hold the value of the home in that neighborhood and area as well. These are many of the reasons we will not be building with Arbor Homes.
As far as the 3,000$ that we are being told we must pay - you already have our earnest money which covers the time and our prior commitment, many of the changes that are said to be sent to the mortgage company, we discussed prior to making changes.
There has NOT been a permit pulled, shovel in the ground, foundation started, blueprints created, appraisal done, materials purchased, or pre construction meetings done. For these reasons I will fight the 3,000$ as there is absolutely no reason this lot cannot be released and sold to another buyer with the model and options of their choice.
I would like to think that the [redacted] and I, as well as Arbor Homes would like to dismiss from this with the hope that we both have respect towards one another and move on as we are all in the same industry and both are focused on treating the customers right. I will continue the complaint with the Revdex.com, as well as get our attorney involved and we can go from there if needed. This is ridiculous.
Much of this same info was sent to Gena on 3/31/16.

I spoke with [redacted] yesterday about the remaining questions and concerns that she had in her response and we have got everything answered that she was questioning.Thank you for your time in this matter.Sincerely,Tony K[redacted]Area ManagerArbor Homes LLC

We have spoke to the homeowner recently through emails. The homeowner described to to us what sounded like a manufacture defect where the tar strip did not adhere correctly or they experienced winds that broke that strip loose. I looked up the wind history for the homeowners zip code and it shows in...

2014 there were reported winds of 54mph in that area. That being said that means that there probably isolated wind gusts that exceed those speeds. The shingles are rated for 60mph so the shingles were probably compromised early on. Exclusions from the warranty are stated in the warranty book and it states: "Wind storms and acts of mother nature" are exceptions to the warranty. The homeowners insurance starts the day of closing so for the insurance company to say the house is not old enough is a false statement and they need to contact their insurance company to discuss that. IF the roof went damaged for the past 3 years then they may deny the claim do to homeowner neglect.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.Again, I don't wish to close this complaint until the roof inspection has been completed, and a course of action had been decided and completed.  Arbor Homes was last at my property on June 21st, and I have not heard from then since regarding a day/time for the roof inspection.
Regards
[redacted]

We can not control the sun in any way shape or form. If we could every day would be sunny and 70. The screen was an suggestion to the homeowner as a possible solution for the problem. If someone's property is damaging another neighbors property The builder is not the mediator between the homeowners.  Again in the warranty papers that were signed at closing stated the homeowner had read and understood the Warranty book and it clearly states in the Warranty book that " acts of God or mother nature or exemptions from the Warranty period."  This is a strange and unpredictable  occurrence that is fully controlled by mother nature because if it was cloudy every day the homeowner would not have this issue.  I can provide the signature and paperwork if needed

Dr [redacted]
 
I met with [redacted] and [redacted] this morning and reviewed our outstanding list of items that need to still be addressed and wanted to list those for all involved to ensure we have everything accounted for.
 
1) replace cabinet in kitchen
2) replace vanity cabinet in downstairs half bath
3) replace vinyl flooring in downstairs half bath, [redacted] may have told you we were not doing this because the flooring contractor said it did not need to be done as there was no damage to the flooring from the leak. I told [redacted] that we would replace it because I had told you in our initial meeting that we would.
4) Replace entire door and doorframe to downstairs half bath.
5) re skin bottom of master bath vanities per earlier agreement due to trap leak.
6) repaint area in utility room on ceiling and walls from previous repair that has not been painted yet.
7) replace all toilets in home with ones specified per yourself in previous email.
8) humidity levels in new homes will fluctuate tremendously, we will assist in determining that this is not an issue with an introduction of moisture from any plumbing source in the home.  With the inspection of the entire plumbing system by R and R plumbing, I feel that we have determined that there are no current and or continuing leaks.
9) I will have Air Co. provide an indoor air quality test and report as per the recommendation of the Johnson County Health Department, [redacted] and or [redacted] will be contacting you on NLT Monday to set up this test with them.
10) I will have[redacted] prepare a letter stating that they will warrant workmanship through year 3 so that you have that in writing from them as well. I am not sure what your understanding of the warranty is as you have stated it is by a third party and that Arbor is not the  primary carrier of the warranty in your response to the Revdex.com.  The [redacted] is a third party warranty which covers structural items for up to 10 years.  The warranty that I have extended is the builder warranty that covers any workmanship issues and again will extend that through year 3 as an extension of the state mandated 2 year workmanship warranty that comes standard.
 
I also personally inspected the water pressure that you have in the master bath shower and this is normal for the enclave subdivision. There is a EPA mandated low flow water reducer installed in all shower heads that reduces water flow to conserve water.
 
[redacted] and [redacted] will also follow up with you on Monday as to where we are with getting the rest of the items scheduled and resolved.
 
I am also going to forward this to the Revdex.com, the Johnson County health department and the [redacted] as my response to the inquiries you have made with each of these organizations.
 
I am going to be off next week and unavailable, but if I have failed to mention anything you have outstanding please bring them to [redacted] and or [redacted]s attention or email me and I will address them when I return the week of the 22nd of June.
 
Sincerely,
 
[redacted]
Area Manager
Arbor Homes LLC

We offered to fix the trim piece on the chimney. Homeowner never had a leak but he contracted a contractor and ended up replacing the chimney.  We are not reimbursing the customer for the chimney replacement.

We will look into the service issue on our end and set up a new time with the homeowner to address his concerns.

We are in the process of contacting the homeowner to set up a meeting to listen to all of their concerns. We will resolve any issues that are warrantable per the BAGI standards.

We have included the portion of the Purchase agreement that clearly states that the default fee is $3000 after the point of Purchase agreement. As proof that this is covered during the signing of the purchase agreement our Sales Manager even circled the header of the default clause as well as...

had the buyers initial this section agreeing that we covered this with them.I would like to agree with many points this buyer has brought up and this is the very reason we have this default clause in place.The buyer mentions going into our sales office 10 times and spending a lot of time with the Sales Manger so that alone shows Arbor has invested much time with the buyer.The buyer also mentions making many changes that they requested. Every time there is a change our Sales Manger is taking time to do so, then creating new paperwork that is sent into the office that is then processed by our contract coordinators and spending more time on their end of the project. The new paperwork is then sent to the lenders that invest their time in updating the file. With every change multiple people are now spending additional time in the process of moving this house forward. There is a lot of time and multiple people spending hours on this project before the house actually starts on the home site. This is why we include the default fee in our purchase agreement to cover all parties that invest hours into the initial process of building a home. The buyer also mentions being rushed through the process to choose selections and a floor plan.  The buyer signed the purchase agreement on Feb. 13th 2016 and looking at the buyers file we allowed many changes for the buyer up until March 19th where they again signed a new commitment addendum saying they wanted to move forward. They have been allowed over a month to make any changes so we believe they were anything but rushed when allowed to choose and change anything within our normal selections and floor plans.Arbor Homes

Per the RWC warranty book it states that there is one year of workmanship warranty on the siding. The repair that happened at your one year took place over two years ago. Since you are outside of the warranty period you can contact your insurance company or pay out of pocket for the expenses. This is the homeowners 2nd complaint about storm related damages -justin ..

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
Regards,
[redacted]

We have been working with Western Union to validate the cashiers check was not cashed by someone outside of the company which took longer to get processed than we had hoped for. At this time, we have finally heard back from them that they are mailing us a new check and we have...

processed the mutual release (releasing the buyers from the contract) and will be issuing a check to the buyers on the 15th of December that they are picking up in our office.